Complaints and compliments

In an attempt to constantly improve the service that we offer to our patients, we ask that if you have any comments on our service, be it good or bad, please let us know. This can be given to any member of the practice team or directed to the practice manager.

Improving the Services we provide – from time-to-time you may be asked to complete a questionnaire about your experience when accessing services at the surgery. All responses will be anonymised and will help us to look at areas where we may improve the services we provide and the patient experience when accessing them.

Areas covered will include:

  • Convenience and accessibility of services
  • Practice / patient relationship
  • Helpfulness of staff
  • Physical Environment
  • Referral Experience

If you are asked to complete a questionnaire, we would ask that you take the time to complete it and return the completed questionnaire to the surgery as we value your views and need feedback in order to improve what we do.

Complaints – can be made either in writing or in person (by appointment).

Ideally we ask patients to put their complaints in writing, addressed to the Practice Manager, so that they are recorded in the patients own words, however if you wish to make a complaint in person please ask one of our team for the next available appointment with a member of the practice management team.

The quickest and easiest way is to tell the person who is directly involved in your care, who may be able to rectify the situation straight away. If they are not able to help, or if you prefer, you can ask to speak to the practice manager.

We will deal with your complaint as soon as possible and will try to acknowledge your complaint within two working days. A written response to your complaint will then follow within 10 working days. This will include actions available to you if you are not satisfied with the response given.

Compliments – if you have had a good experience or would like to let us know where we got things right please feel free to let us know. This will let us know when we are on the right track and will allow us to further improve the whole service we provide.